Lars Jørgensen wrote:

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I would just solve this without setting up separate queues for Adam and Eve. Why not just use one queue and let the supervisor assign tickets to either Adam of Eve?

I have thought of that but I think the supervisor lacks the visual status of who is doing what.

By creating a sub-qeueue for each agent it is very easy to see who has tickets, how many they have, get a nive view of their workload and so on.

Would this be just as easy if I only use a Helpdesk queue and assign ownership of tickets? Would each agent easily be able to view his own tickets?

Yes. An agent can click 'Locked tickets' in the upper right to get a list of the tickets he/she is working on. And if you enable the Status View module the supervisor can use that to get an overview of who is working on what. Nils Breunese.